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Statement of Responsibilities/Job Description

Completions Officer

Reports to:

Lending Operations Manager

Senior Manager & Certification Regime Status

Non-Certified

Individual Conduct Rules

• You must act with integrity
• You must act with due care, skill and diligence
• You must be open and co-operative with the FCA, the PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct

Purpose of the Role

To provide a high standard of customer service during the mortgage application and completion process in-line with the Society’ s procedures.

Enable mortgage applications to be processed smoothly and efficiently from the point of submission to completion, by providing support to the underwriters and communicating with both internal and external customers.

Responsibilities

· To work within Service Level Agreements.

· To provide regular customer/broker/Solicitor contact at all stages of a mortgage application and completion.

· Review, collate and store relevant documents, in-line and information, in-line with policy, to enable an application to be underwritten/progressed/ and completed.

· Use the workflow system to capture updates/documents and action these or pass them to the appropriate team member.

· Monitor and action the team mailbox.

· Action monthly invoices that come into the team e.g., Valuation and Solicitors.

· Attend and contribute to meetings across the Society.

· Support and be involved in new projects that may arise.

· Any other duties that may from time to time be allocated and that are commensurate with the grading of the post.

· Take responsibility for your own learning and development.

· All other associated duties and responsibilities and carry out any tasks as required, including one off projects as they arise

· Ensure that staff and members’ data is secure, accurate and used correctly in line the Society GDPR policy and standards. Adhere to the Society Financial Crime Policy, the controls and report any internal or external incidents of actual or suspected fraud, money laundering or financial crime, either in accordance with the internal money laundering process (Suspicious Activities Report) or via the Society’s Whistleblowing Policy. Complete and pass an annual dedicated financial crime and bribery prevention computer-based training test.

Undertake a role of Data Steward for your business function and support Data Owner in ensuring data protection policy and information security policy and standards are operating correctly in protecting members and staff data.

Person Specification

Qualifications

Essential

· Minimum of GCSE Maths and English Grade C or above.

· Excellent numerical, written, and verbal communication skills

· Proficient user of Microsoft Office platforms

CeMap qualified (or be prepared to study for this)

Desirable

· Knowledge and understanding of the mortgage market, including residential, shared ownership, self-build, RIO and buy-to-let mortgages

· Underwriter or post offer/completions experience

· Understanding of the Legal process regarding the completion of a mortgage application

Experience of working with intermediaries, solicitors and direct customers is ideal

Skills & Experience

· Ability to communicate professionally and effectively in both verbal and written communication.

· Proactive and professional approach

· Attention to detail and strong analytical skills

· Self-motivated and determined

· Ability to deliver a high standard of customer service

Be able to work in a fast paced and challenging environment with changeable work volumes

An excellent team player with the ability to develop strong working relationships colleagues

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: £21,000.00-£24,000.00 per year

Benefits:

• Casual dress
• Company pension
• Flexitime
• Free parking
• Gym membership
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• Day shift
• Flexitime
• No weekends

Ability to commute/relocate:

• Stoke-on-Trent: reliably commute or plan to relocate before starting work (required)

Experience:

• Microsoft Office: 1 year (required)
• Financial services: 1 year (required)

Work Location: Hybrid remote in Stoke-on-Trent